In the interest of the public

Posted on December 06, 2024

Meet Prof Tyanai Masiya, an NRF C-rated researcher who is shaping the future of public service delivery research.  

 University of Pretoria (UP) lecturer and researcher Professor Tyanai Masiya recently received a C rating from the National Research Foundation (NRF) for his research into public service delivery. He chats about his roots, academic path and the essence of his research. 

Tell us a little bit about yourself, your upbringing and family life.

 I was raised in Mberengwa, Zimbabwe, in a village setting. My schooling began shortly after the liberation struggle, a period focused on rebuilding a war-torn society. My parents, though uneducated, prioritised our education despite financial hardships. They paid school fees through labour – my father hauled sand, bricks and gravel with a donkey-driven cart to help reconstruct our school. My brother and I often assisted him at the start of each term before heading to class. Education was non-negotiable in my household; skipping school earned swift discipline. That environment instilled in me a deep respect for learning, driving me to pursue my studies until I earned a PhD. 

How did your academic and career journey unfold? Is this the path you envisioned growing up? 

 I pursued a BSc (Hons) in Politics and Administration and a master’s in Public Administration at the University of Zimbabwe. Later, I earned a PhD in Public Administration from the University of the Western Cape. Coming from a rural background, I had limited knowledge about university degree options. Admissions were based on points, and I was placed in politics and administration, a field I grew to appreciate. If not for this path, I might have become a high school teacher ­– headmasters in our community, who owned cars, were a source of admiration for me back then. 

What are your current and past associations with the NRF?

Interestingly, I have not received funding opportunities from the NRF, but the C rating recognition validates my research contributions and inspires me to strive for greater impact in my field.

 What does an NRF C rating signify?

 A C-rated researcher is recognised for a sustained record of high-quality research that has earned peer acknowledgement. It’s about making meaningful contributions to one’s field, demonstrating the ability to conceptualise complex problems, and applying rigorous methodologies to explore them. This rating reflects consistent engagement and leadership in my discipline. 

What is the focus of your research, and what are your key findings?

My research revolves around public service delivery, particularly in post-apartheid South Africa. This niche stems from the inequalities entrenched during apartheid, which left services divided along racial lines. I explore four critical elements of service delivery.

Poor service culture in public institutions remains a pressing issue – my studies suggest the need for strategic initiatives and leadership to embed a culture that prioritises quality service. I also explore service quality. Research reveals growing dissatisfaction among South Africans with the quality of municipal services, sparking protests. I advocate for focused efforts to improve service standards and meet citizen expectations. Additionally, my research looks at customer service. Despite the principles of Batho Pele [the government’s White Paper on transforming public service delivery], public institutions often fail in courtesy, dignity and efficiency. My work calls for overhauling customer service practices to ensure responsive and respectful interactions. Finally, I explore employee engagement. Effective performance management is rare, with most institutions treating it as a box-ticking exercise. I’ve shown that fostering employee engagement can significantly enhance organisational outcomes. 

What are your priority research areas, and how do they impact the community?

My research directly informs efforts to improve service delivery mechanisms. By addressing systemic issues such as inequality, inefficiency  and poor employee performance, my work contributes to crafting solutions that are not only academic but also practical for communities. 

What are some of your proudest achievements?

Receiving an NRF C rating this year is a significant milestone. Being named as a Top Emerging Researcher in my faculty in 2021, and winning awards like the International Institute of Administrative Sciences’ Pierre DeCelles Award and the Association of Southern African Schools and Departments of Public Administration and Management’s award for best papers in 2022 have been equally rewarding. These accolades affirm the value of my work and encourage me to keep pushing boundaries in public administration research. 

 

- Author Jimmy Masombuka

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